Delivery, Returns and Refund Policy

 

Orders Overview

Free shipping is included on all orders as standard. Orders placed before 1pm (Monday-Friday) will be shipped on the same day. Orders placed after 1pm will be shipped on the following working day. Orders placed after 1pm Friday will be shipped on the following Monday. We currently use Royal Mail and Parcelforce for delivery of our parcels. Both operate a service which is trackable. We hope your order reaches you before you need to track it, however please contact us if your order has not arrived within 5-7 working days and one of the team will be able to assist you.

Shipping Options Explained

Free shipping is included on every order unless you choose to upgrade the delivery service at checkout when placing your order. Please note, Free shipping orders are dispatched on a 48-72-hour service. Orders placed before 1pm (Monday-Friday) will be shipped on the same day. Orders placed after 1pm will be shipped on the following working day. Orders placed after 1pm Friday will be shipped the following Monday.

Expedited shipping will place your order on a 48-hour service. Please note, Expedited shipping on orders will be shipped on a 48-hour service. Orders placed before 1pm (Monday-Friday) will be shipped on the same day. Orders placed after 1pm will be shipped on the following working day. Orders placed after 1pm Friday will be shipped the following Monday.

Next day shipping will place your order on a 24-hour service. Please note, Next Day shipping on orders will be shipped on a 24-hour service. Orders placed before 1pm (Monday-Friday) will be shipped on the same day. Orders placed after 1pm will be shipped on the following working day. Orders placed after 1pm Friday will be shipped the following Monday. Please note, ‘Next Day’ shipping on orders placed on a Friday will be delivered on the next working day, we not provide saturday deliveries.

*Please note; we are closed during Bank Holidays, all orders will be shipped on the next working day, thank you.

 

Payment

Payment is made securely via Paypal. Please note, you do not need an account to use Paypal, it will take you to a secure screen where you can pay via credit or debit card.

 

Discounts

We aim to offer the best value for money on all of our products, at all times. If you are purchasing for the first time, you can use discount code ‘FIRST10’ at the checkout when prompted, this will take 10% from the total basket value. If you have signed up for our newsletter, keep an eye out for discount codes that may come through via email.

 

FAQ

  • Something’s not right with my order, I need to contact you

When contacting us regarding an outstanding order, please include your order number in the ‘subject’ line. This will help us find your order details in a timely manner. We aim to reply to all of our customers queries within 24 business hours, Monday-Friday. We can be reached at sales@photo-frames.co.uk or via the ‘Contact Us’ page.

 

  • I haven’t received an order confirmation email

You should receive a confirmation email within half an hour of successfully placing your order. Should you not have received one, the first place to check is your junk or spam folder. If you still cannot see one, please use the contact us page and one of the team will be happy to check the status of your order and provide you with your order confirmation.

 

  • Can I change my order after receiving my confirmation email?

To make sure your order reaches you as quickly as possible we always aim to pick, pack and ship your order as fast as possible. This means we can’t make any changes to your order after you’ve placed it. This includes changing the delivery address or delivery method. 
Should you have a critical issue with an order, we will try our best to rectify it before it leaves our warehouse but this can’t be guaranteed so please ensure your details are correct before placing an order.

 

  • Can I cancel my order after it’s placed?

To make sure your order reaches you as quickly as possible we always aim to pick, pack and ship your order as fast as possible. This means if your order has already left our warehouse, we cannot cancel it. If your order has not already left our warehouse, we will be able issue a full refund.
You are of course within your rights to refuse delivery and ask that the parcel is returned to sender, alternatively you can return the order to us un-opened once you receive it for a full refund.

 

  • It’s been a while, where’s my order?

Most orders are delivered within 1-3 working days, however, in some instances, orders can take longer. You will receive a confirmation email from us once your order has been dispatched. If you are concerned about the whereabouts of your order, please contact us.

 

  • I’ve received my order, unfortunately I have a faulty item

We’re sorry to hear this! We are happy to rectify any issues with faulty items straight away and we will send out a free of charge replacement, subject to stock availability. In certain circumstances we may issue a full refund subject to the item being returned in its original condition or photographic evidence of the damage being provided.

Please contact us as soon as possible including the below:

  • Your order number (found on email confirmation)
  • The faulty item’s product code (found on the barcode and order confirmation)
  • Description and images of the fault  

We will usually replace faulty items free of charge, and, depending on the item and issue, we will arrange collection of the faulty item.

 

  • I’m not happy with a product I received

If you have received your order and are not happy with an item, it is an incorrect product to which you ordered or it is no longer required you may return it to us at your cost if you notify us within 30 days of delivery using the ‘Contact Us’ section on the website.  Should we need to collect the goods the cost of this will be deducted from your refund.